Abstract: Embodiments described herein enable information sharing between multiple software applications in a way that supports seamless workflow when a user interacts with these applications, even when these applications were not originally designed to coexist within the same workflows. The embodiments enable each application to initiate processes, create notifications, and automate actions based on information from all the connected applications. The application programming interface (API) of each application communicates with a dedicated delegate, and the delegates of the different applications interact with each other by reading and writing into a shared hardware and software environment. The delegates, along with the applications and the shared environment, form a composite application.

Abstract: A method for providing technical support via a network is disclosed. The method involves providing a database which contains searchable technical support information, the searchable technical support information remotely accessible and divided into a plurality of support sessions. When the database is accessed for technical support, the method performs an electronic serial dialogue between the database and a user. If no solution to the failure is obtained at the end of the electronic serial dialogue, the method immediately transfers a display of the electronic serial dialogue so far conducted to a selected expert. The method continues the electronic serial dialogue between the user and the selected expert while using the same textual format. When a solution to the failure is obtained based on the continued electronic serial dialogue, the method adds the continued electronic serial dialogue to the database, thereby expanding the scope of support of the database.

Abstract: A system for assigning human resources to service tasks. A long term forecasting module enables one or more users simultaneously working on that module to assign tasks that should be fulfilled in the each specific region, based on analysis of past demand and actual service operations. A mid-term planning module enables one or more users simultaneously working on that module to roughly allocate resources to fulfill actual future tasks and expected task demands. A short-term scheduling module enables one or more users simultaneously working on that module to roughly allocate specific human resources to fulfill actual tasks. A coordination module immediately propagates any change in the parameters of the human resource assignments resulting at any one of the forecasting, planning or scheduling modules to effect the other two modules.